As a call center employee there a few things you have to understand first and foremost. Number one; people are dumb. Number two; they call just to bitch at you. Number three; most people can not comprehend that they have used the service and are being billed for it a month later.
I am a call center, customer service rep. I take billing calls all day er'day. And I must say I encounter some of the most ignorant, blatantly rude people I've ever experienced. We all occasionally encounter complete psychos who can be down right scary. Like the guy who called in 30+ times in one day trying to get a supervisor. Or the one who threatened to blow us up.
The point of me writing this is to she's light what it's like from a customer service point of view, because we already have a consumer view as most of us there use the service ourselves or with a different company. In order to make it easier please heed my advice ;
1.) We get that you had to enter all your info prior to reaching us, we also think it's dumb that we have to ask you to repeat it but there is nothing we can do.
2.) We get you were on hold trying to reach us for 15 minutes and are upset that we have to transfer you to another department which will be an additional 45 minutes. Understand we work as fast as we can and the person before you probably held me up 20 minutes because they didn't understand why their bill was correct.
3.) Don't call us out our names. It's rude as now I'm pissed off and just silently cussed you out and wished horrible things on you. Well.. Not really but I am pissed !
4.) Once I'm pissed off it's all down hill so thanks for ruining my day when all I did was answer your phone call and try to help you. I am not a rule maker so I have no control over the policies. Get over it, we all follow them.
5.) Don't be a psycho on the phone when you haven't paid your bill in 12 months and now your upset your service is cut off. It's just not logical nor is it my fault so stop screaming at me like I have a magical button I can push to restore power. Which if I did I wouldn't restore you with that attitude missy.
6.) Be kind to the person taking your call, we work 8hrs w a total of 1hr of a break and after taking 50+ calls back to back, getting yelled at repeatedly for something we did not do but are trying to assist w makes us very cranky. We will help the best we can but please fellow consumers, do your part and understand.
Now time for me to return to these lovely people on the phones...
